Case Study: BT Consumer improves customer satisfaction and reduces onboarding time, repeat customer calls and call-handling time with Axonify

How BT Improved Customer Satisfaction while Reducing onboarding Time, Repeat Customer Calls & Handling Time

BT Consumer, the UK’s largest provider of fixed-voice, broadband, TV and mobile services, needed to lift customer satisfaction by resolving issues at first contact, cut repeat customer calls and call-handling time, and onboard thousands of new advisors quickly with broader, retained product knowledge.

BT piloted and then rolled out Axonify’s adaptive microlearning and gamified reinforcement to 2,500 advisors. Sales & Retention saw knowledge rise to 91%, a 2.3% drop in repeat calls (projected 13,000 fewer callbacks), a 14-second reduction in handling time (≈8,000 more calls answered), and a 24% shorter training period (4.5–5 days) with £26k savings; Connections achieved 86% knowledge, 10% fewer repeat calls, 17% shorter training (4 days) and a 2.7% higher connection rate (≈289 more customers connected).

BT Consumer

Sam Calvert

Sale and Retentional Director